Common Issues

This page covers the most common issues and how to resolve them.

Survey Not Appearing

Check these in order:

1. Is the script installed?

View page source (right-click → View Page Source)
Search for w.appzi.io
Check browser console: type appzi
✅ Should see an object, not undefined

2. Is the survey active?

Log in to Appzi Portal
Check survey status is “Active” (not paused/draft)

3. Do targeting rules match?

Check Page Targeting rules in survey settings
Check Device Targeting (desktop/mobile)
Check User Targeting conditions

4. Has the trigger condition been met?

Time on page requirements
Scroll depth requirements
Page view count requirements

5. Has frequency limit been reached?

Check frequency settings (once per user, per session, etc.)
Clear cookies/localStorage and try again

Quick test: Force survey to appear:

appzi.openSurvey('YOUR_CONFIG_ID')

If this works, the issue is with targeting or triggers.

Script Loading Issues

”appzi is not defined” error

Causes:

Script tag not present
Script tag has wrong URL/token
Ad blocker blocking the script
Content Security Policy blocking

Solutions:

1. Verify script tag:

<!-- Correct: -->
<script async src="https://w.appzi.io/w.js?token=XXXX"></script>

<!-- Wrong (protocol relative doesn't work): -->
<script async src="//w.appzi.io/w.js?token=XXXX"></script>

2. Check Network tab:

Open DevTools → Network
Reload page
Filter by “appzi” or “w.js”
Should see successful request (Status 200)

3. Disable ad blockers:

Some ad blockers may block the script if you load it via third parties (e.g. Google Tag Manager).
Temporarily disable and test

4. Check CSP:

See Content Security Policy guide

Surveys Opening Multiple Times

Cause: Multiple calls to appzi.openSurvey() from different triggers

Appzi surveys respond to every openSurvey() call by design. If you’re seeing surveys open unexpectedly or multiple times, you likely have multiple triggers calling openSurvey().

Visual & Rendering Issues

Survey appears behind other elements

Cause: Z-index conflict with site elements

Solution:

The Appzi iframe has a high z-index by default. If still appearing behind:

Option 1: Lower z-index of conflicting element

.my-modal {
  z-index: 999999; /* Lower than Appzi */
}

Option 2: Hide conflicting element when survey opens

window.appziSettings = {
  onEvent: (evt) => {
    const modal = document.querySelector('.my-modal');
    if (evt.type === 'open-survey') {
      modal.style.display = 'none';
    }
  }
};

// Show modal again after user interacts
// (manually handle when to show it again based on your app logic)

Screenshots are blank or not capturing correctly

For default renderer:

Ensure site is publicly accessible
Check that all assets (images, CSS) are public
Try client-side renderer for localhost/private sites

For client-side renderer:

window.appziSettings = {
  render: {
    type: "client",
  },
};

See Screenshot Configuration for details.

Still Having Issues?

If your issue isn’t listed here: Email support@appzi.io or let us know by leaving a feedback on this page or on the Appzi portal.